Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[I love to travel]

3 calls this week as AA changes not re ticketed. Still not resolved but latest is someone will call me back today. Platinum sevice...not.

They didn't call .Will try again tomorrow

 

[I love to travel]

They didn't call .Will try again tomorrow

Woke up this morning to find one booking had disappeared. Rang again and after an hour finally fixed and ticketed. Whilst I am not naive enough to think it will make a difference I am going to send feedback as they do count the types of complaints they get.
Just appalling customer service.

 

[PaulyB]

Woke up this morning to find one booking had disappeared. Rang again and after an hour finally fixed and ticketed.

Only just saw this. Well, congratulations but I hear you…. It can really shake the confidence

 

[There'sOnlyOneJimmy]

Just a data point…
I recently made a simple change to a simple itinerary, and lost a CX flight segment in less than 12 hours. The lost segment was unrelated to the change.
I emailed the escalation team immediately, and I followed up with another email 2 days later. Both emails just factual, no blaming, cursing, etc.
The first email prompted an auto reply, the 2nd a human response (‘we’re working on it…’).
One week after the first email, the fully repaired itinerary with new 081 ticket numbers arrived in my inbox.

Although I’m very unhappy that QF can’t reticket changed itineraries promptly, and that opportunistic partners are so rapacious at clawing back award seats, at least the escalation team seem to be able to (sometimes) be able to repair the damage fairly efficiently & promptly.

 

[Aurorasky]

So fed up. After a grueling 18+ phone calls with 14 different international call centre staff, 3 days of contact on FB messenger, unanswered email to reward ticketing escalations and complaint lodged online my booking has still not been sorted properly.
I changed an international reward booking from a QF to a BA flight when I saw availability and was concerned when the change was not ticketed in the first 48 hrs.

Things I was told by call centre staff:
"everything is fine maam you just need to wait"
"I cant escalate this because you don't have a commercial fare"
"the points have been taken from your account"
"you are wrong maam" (when I said I was looking at the points untouched in my account)
"please confirm your credit card details maam this is all we need to do" x4 (woke to $3000 in extra taxes charged to my card the next day, still no tickets)
"call disconnection noise" (when I insisted the problem be fixed during the call.)
"I am very sorry I am trying to fix this but it still comes up on my end as an error" (shout out to the 14th call centre worker for her honesty and actually calling me back)

As of now tickets were issued to me instantly by a worker on FB messenger chat and most extra charges cancelled. BUT I have still been charged the total taxes for the new flight instead of the difference between that and the taxes for the original flight which I has already paid, and no reward points were taken from my account. They were supposed to return the points for original flight and then take the higher amount of points for the new flight and the change fee.

What are your experiences is it likely they will cancel the booking even after ticketing if they haven't deducted the right points? What should I do?
I'm only Silver so have never gotten through to AUS or NZ staff on any call and messenger chat has given me the "we just need to take time to look into this for you" brush off since tickets were sent.

 

[PaulyB]

Sigh. So many similar stories and I must acknowledge your persistence. Many of us, me included have been there, many times. None of what you say is unfamiliar.

Regarding the taxes, I would personally not stress. They will probably right themselves - you know how long Q can take to credit $$!!

The same applies to the points. I didn't have my points properly sorted til about 2 months after I was ticketed and apparently, this is quite normal. The FF people seem to live on their own planet so as long as you have the points in your account that will be fine.
The ticket won't be canceled. If you want to be sure, just regularly check one of the 3rd party services such as https://www.rj.com/ so you know it is still "alive" . I still do it every few days even though it is about 4 months since I was ticketed as my trust level is so low.

 

[RooFlyer]

Welcome to AFF @Aurorasky . Sorry to hear of your marathon. As you’ll see on several threads here, you are not alone!

 

[papeto]

Hi All, I thought I’ll ask here rather than start a new thread. I have QFF rewards flights to Europe and back that I am thinking of cancelling and booking a QFF rewards flight to America instead. I’ll need the points credit from the european flights in order to book the american flights. Is it something QF can do if I call them up? The operator would need to cancel the european flights and transfer the points to the new america booking. I know VA can do it, but was wondering what peoples recent experience with QFF has been?

The other option is to just cancel and wait for the points to be credited to book again, but my experience with QFF is that it can take up to month for the points to reflect in your account, so too risky.

 

[tassie6]

Hi All, I thought I’ll ask here rather than start a new thread. I have QFF rewards flights to Europe and back that I am thinking of cancelling and booking a QFF rewards flight to America instead. I’ll need the points credit from the european flights in order to book the american flights. Is it something QF can do if I call them up? The operator would need to cancel the european flights and transfer the points to the new america booking. I know VA can do it, but was wondering what peoples recent experience with QFF has been?

The other option is to just cancel and wait for the points to be credited to book again, but my experience with QFF is that it can take up to month for the points to reflect in your account, so too risky.

Recently I cancelled two bookings using the online cancel button.

Called up shortly afterwards to ask for points back quickly so could book something else and was told would have to wait.

HUACA and got a helpful gentleman who was able to get all points back in account on a 10min phone call with a couple holds (minus the 6000 pts per pax of course)

Only bronze so no special help on call centres.

Hope that helps

 

[papeto]

Recently I cancelled two bookings using the online cancel button.

Called up shortly afterwards to ask for points back quickly so could book something else and was told would have to wait.

HUACA and got a helpful gentleman who was able to get all points back in account on a 10min phone call with a couple holds (minus the 6000 pts per pax of course)

Only bronze so no special help on call centres.

Hope that helps

Thanks Tassie6, that could be a second option

 

[djtech]

Sigh. So many similar stories and I must acknowledge your persistence. Many of us, me included have been there, many times. None of what you say is unfamiliar.

Regarding the taxes, I would personally not stress. They will probably right themselves - you know how long Q can take to credit $$!!

The same applies to the points. I didn't have my points properly sorted til about 2 months after I was ticketed and apparently, this is quite normal. The FF people seem to live on their own planet so as long as you have the points in your account that will be fine.
The ticket won't be canceled. If you want to be sure, just regularly check one of the 3rd party services such as We Fly Together - Royal Jordanian so you know it is still "alive" . I still do it every few days even though it is about 4 months since I was ticketed as my trust level is so low.

Just had a similar experience - took so long for them to charge my CC for the taxes that it dropped off their system apparently. I was just checking if the booking was actually ticketed 2 weeks out from departure and of course it wasn’t! Helpful chap on twitter sorted that out with minimum fuss though so overall was not a terrible experience. Still, I wonder what would’ve happened if I hadn’t done anything!

 

[tassie6]

Thanks Tassie6, that could be a second option

I have never heard of being able to do what you describe in ‘transferring the points’, but I could be wrong!

 

[Lynda2475]

Is it something QF can do if I call them up?

You could call and ask to modify your existing booking, if you are departing from the same city. Just say you want to remove flight 999 and replace with flight 999 - you would need to have sufficient points to cover the change fee (and telephone assistance fee but this is waived if a J or F booking), becasue US flights usually cost fewer points than EU flights, your should just be given a refund of the difference.

 

[kdubz]

Hi all - want to ask the brain trust - when you email the escalation inbox, do you get an acknowledgement? How quickly do they get to resolving the issues?

I have a simple invol flight change in Nov with CX from KIX to HKG that I immediately accepted online but looks like QF didn't reticket and that leg disappeared from the booking :/

Originally called the call centre and they 'emailed' CX to ask for the seat to be reinstated, I was told it'll take a 'few days'. Nothing yet. Emailed the escalation inbox just in case.

 

[Mr H]

Hi all - want to ask the brain trust - when you email the escalation inbox, do you get an acknowledgement? How quickly do they get to resolving the issues?

I have a simple invol flight change in Nov with CX from KIX to HKG that I immediately accepted online but looks like QF didn't reticket and that leg disappeared from the booking :/

Originally called the call centre and they 'emailed' CX to ask for the seat to be reinstated, I was told it'll take a 'few days'. Nothing yet. Emailed the escalation inbox just in case.

Usually you get no acknowledgement from the escalations team, you just find things have magically resolved within 24 hours.

 

[1022]

In my two experiences, no immediate response. But issues were resolved within about a week. Once confirmed with an email, another time via a phone call from Hobart

 

[kdubz]

Thanks, good to know. I guess just have to be patient (so hard to do!) - the initial contact is about 24 hours ago, probably will take them longer than that especially since they are waiting for CX to reinstate reward seat (hopefully they r not saying that just to fob me off LOL). So frustrating that QF ticketing system can't get something so simple right...

 

[Mr H]

Thanks, good to know. I guess just have to be patient (so hard to do!) - the initial contact is about 24 hours ago, probably will take them longer than that especially since they are waiting for CX to reinstate reward seat (hopefully they r not saying that just to fob me off LOL). So frustrating that QF ticketing system can't get something so simple right...

If you dealt with the escalations team then they will have contacted CX. If it was the call centre then they almost certainly haven’t.

 

[Amanad78]

Hi all - want to ask the brain trust - when you email the escalation inbox, do you get an acknowledgement? How quickly do they get to resolving the issues?

I have a simple invol flight change in Nov with CX from KIX to HKG that I immediately accepted online but looks like QF didn't reticket and that leg disappeared from the booking :/

Originally called the call centre and they 'emailed' CX to ask for the seat to be reinstated, I was told it'll take a 'few days'. Nothing yet. Emailed the escalation inbox just in case.

I emailed them the other day with a simple request to ticket some Fiji flights I'd booked that hadn't come through and they sent them and emailed me to say they had done it

 

[AndyC1970]

I emailed them the other day with a simple request to ticket some Fiji flights I'd booked that hadn't come through and they sent them and emailed me to say they had done it

I had similar a JAL F class flight from LHR to Haneda had taxes taken out of my credit card but had not been ticketed after 4 days. I obviously didnt want to lose it so emailed the team (no call to the call centre) and it was done within an hour. HINT: for any partnre award flights - deal with this team via email directly DO NOT CALL 131313 or any of the alternatives unless you are likely to get through to Hobart.